Fundraising Regulator

OUR FUNDRAISING COMPLAINTS PROCEDURE

If you have any comments, concerns, frustrations or complaints regarding our fundraising practice, please do let us know. The Bradfield Development Office welcomes feedback as it allows us to improve our performance.

STEP 1 – TELL US YOUR THOUGHTS BY TELEPHONE

This is probably the fastest way to solve most matters. We can make sure that we fully understand the situation and gather all of the relevant information directly from you during the call. Hopefully we will be able to solve the issue there and then. If however this is not possible, we will let you know how long this will take.

Call us on 01189 964 4840, Monday to Friday from 10am to 3pm. If we are unavailable, please do leave a message on our answerphone and we will return your call. Please don’t forget to leave your name and preferred contact details.

STEP 2 – OUR RESPONSE

We undertake to investigate the issue(s) that you raise, fix any problems, correct mistakes and address any concerns to your satisfaction. If you think that you know how the issue could be resolved, please feel free to mention your idea when you contact us. We want to reach the best possible outcome and two heads are better than one!

Once we understand the issue, we will aim to resolve it as quickly as possible, if immediate resolution is not possible, we will update you on our progress.

Our aim is to ensure every complaint is acknowledged within 5 working days and give a more detailed response (if needed) within 20 working days.

STEP 3 – IF YOU’RE NOT HAPPY WITH OUR RESPONSE

Hopefully we will have resolved the issue your raised to your satisfaction. However, if you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint.